Customer Support - Bristol or Cape Town Bristol, England
Job description
About Candide
Candide is a data-informed technology, innovation, and customer experience company. Our international team based in Europe and South Africa build digital ecosystems, platforms, and products; we provide data science, analytics, reporting, customer relationship management, customer experience, and consulting services to a unique group of partners – currently, Babylonstoren in South Africa, The Newt in Somerset in the United Kingdom, and Vignamaggio in Italy.
About the role
Our Customer Experience (CX) team is a vital conduit between Candide and all customers. The CX team provides first-line support for membership, ticketing, and admissions. Community management and social feed moderation are core responsibilities. We also assist partners with e-commerce, hospitality, scheduling, booking and all related software customer queries.
Main responsibilities and duties
- Monitor and respond to customer enquiries in a timely manner ensuring that the business achieves its customer response KPIs
- The creation and maintenance of the Knowledge Centre providing customers with a high-quality self service resources ensuring first-line response is scalable
- The creation of the Customer Experience Management report providing management with visibility of the performance of the customer experience team
- Provision of customer voice input into the Product, Design and Technology teams ensuring good visibility of the immediate impact of features and any issues that need to be addressed
- A reasonable amount of time at Estates walking in the customer's shoes appreciating their experience in order that you can empathise with the customer as you perform your duties
- Management and Monitoring of the social media feeds. Responses made in line with the social media content plan
- Processing customer deletion requests to ensure we remain compliant with GDPR in the UK and POPPI in South Africa
- Monitoring and Management of the social media channel
Key performance indicators and what success looks like
- A suitable KPI for response time to customer queries
- The customer satisfaction scores for the Estates
About you
You will have robust and demonstrable experience in delivering world-class customer experience. Comfortable and maintains composure supporting technology solutions and troubleshooting solutions to customer questions. An understanding of project management along with a keen eye to spot opportunities is an important skill and mindset.
Some previous experience in product support is desirable and provides a potential path for someone looking to develop and diversify their career path at Candide.
Comfortable working with people at all levels of the business and able to foster strong working relationships you will need excellent written and verbal communication skills. You will be based in Bristol or Cape Town with limited travel further afield as the business grows.
What you get from us
- Hybrid working (we get together at least twice in our brand-new offices each week)
- Daily catered lunch
- Your choice of equipment
- Training budget for whatever you need to do your job more effectively
- Flexible working hours (core hours 10 am - 4 pm)
- Anonymous mental health support. If you need it, we want to help you
- Quarterly socials and team building.
- International travel and/or visa sponsorship for the UK after 2 years.
- Significant discounts at Babylonstoren, The Newt in Somerset, and other estates worldwide (e.g. 50% off hotel stay, 30% off spa, wine, products, and everything else).
How to apply
